Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.03

4.0 Rating 2,658 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,658 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0345 656 1234

Email:

ocado@ocado.com

Location:

3 Bishop Square
Hatfield
AL10 9NE

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Ocado 1 star review on 12th September 2025

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Overall the service is very good. The drivers are always cheerful and helpful and bring my shopping in when my hands are full of baby! My only criticism is the packing. Nearly every week something leaks and cannot be used and damages other things. Last week carpet cleaner was put in the same bag as kitchen roll. It leaked ruining the kitchen roll. Although I got a refund I then had to go to a shop to buy kitchen roll which defeats the object of getting my shopping delivered. It costs me more in time and nuisance. Another week I had cream leak everywhere including my carpet which the bag was placed on. I then had to spend time cleaning as well and did not have the cream I needed for that nights dinner. A lot more to me and energy wasted. Please rethink your packing guidelines and maybe put more delicate items such as cream separate to heavy items.”

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Posted 10 years ago

“Ocado listen to customers and ensure they can do something to fix a problem or query. Food is all divided and receipt has dates on with to help you plan when to eat the food. They let you know if they will be late or even early. Very secure payment and great to have a text to who will be delivering with details of the van with registration.”

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Posted 10 years ago

“Reliable and nothings too much trouble. Even if I've missed a delivery, they'll do all they can to re-deliver.”

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Posted 10 years ago

“Ocado are simply a pleasure to deal with. The website is easy to use and has lots of features to make the process as quick as possible. Prices are competitive too. Customer service at the delivery end is great. Drivers are friendly, helpful and keep you informed. Have been using them for 4 years and have never looked back.”

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Posted 10 years ago

“The easiest supermarket to shop online with in my experience. It makes such a difference to me not to have to go into a supermarket to do my weekly shop. The quality of Ocado produce is nearly always excellent.”

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Posted 10 years ago

“Just wish the vegetables were in a better condition :-( . Also the packing can use a bit of help!! But thanks for a good service anyway”

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Posted 10 years ago

“I enjoy shopping with Ocado but find the sell by dates are often too short with a number of items running out within 2/3 days - no good if you're trying to plan meals for a few days. Packing raw meat with chilled items is not good and packing 1 item in a bag then charging 5p for it is ridiculous!”

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Posted 10 years ago

“All about customer service... Excellent door to door service. Deliveries always on time and if early a phone call is received to check its convenient to deliver. Any problems no quibble refunds. I wouldn't use any other online supermarket now! :-)”

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Posted 10 years ago

“always helpful and polite, our house is very difficult to find so they always call to let me know if they are lost or need directions.”

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Posted 10 years ago

“Very good service. Always in time slot. Drivers professional, understanding and polite. Good range of products all of which usually available. Good range of substitutions when required.”

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Posted 10 years ago

“I love the convenience of Ocado in 3 ways - online shopping that turns up when you book it for with minimal substitutions means more quality time at the weekend with the family: the breadth of new products is really interesting; the meat from the butchers facility is as fresh as a high st butcher and a lot better than packaged supermarket meat. Thanks!”

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Posted 10 years ago

“No quibble on refunds good service, drivers on the whole polite and friendly quality of food a very good standard we are a foodie family cook from scratch always lovely and fresh veg and fruit meats etc”

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Posted 10 years ago

“I have been using Smart Pass for a number of months now. By paying a monthly subscription only it makes the delivery fee really good value. In nearly a year I have only had one substitution and no missing items. The delivery slots are always achieved within their 1 hour and the delivery person is always polite, helpful and cheerful.”

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Posted 10 years ago

“Love Ocado,always on time and friendly delivery people. Great customer service”

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Posted 10 years ago

“Always very pleased with the service my deliveries and most of the drivers.Very rarely had missing items but twice the wrong product..ie wrong sort of apples or bread so nothing that caused a problem.My main gripe is the packing of the shopping,on several occasions I have received squashed or broken rolls because they have been crammed into bags.I suggest that softer items like bread be placed together,Sometimes a silly item like a bottle of vinegar is in a bag on it's own,so just a bit of thought maybe???”

Helpful Report

Posted 10 years ago

“I think the delivery prices are a bit steep and haven't yet got to grips with the out-of-stock policy but everything else is great. Rarely had cause for complaint but it has always been dealt with very professionally. Delivery staff are very helpful and friendly too.”

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Posted 10 years ago

“Fantastic! I use the app to do my shopping. It's easy to search offers, find new products and add in your favourites. Price wise you pay for what you get, which is good quality food. It's great that it's price matched as well. Delivery is the best out of all the online supermarkets. This is because of the notifications of delivery time,driver and any substitutions. I also like I get the receipt emailed. Delivery is also very reasonable compared to other supermarkets.”

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Posted 10 years ago

“My Ocado order always comes on time with no substitutions and is delivered with courtesy and helpfulness. First class service.”

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Posted 10 years ago

“I am very happy generally. There are certain things I don't buy anymore. Eggs because 4 broken out of 12 is unacceptable. Milk because I throw so much away because of a chemical smell. Bread as the use by date is never long enough. However what I do buy is always good quality and delivered with a smile. I must start ordering earlier in the week as there were no deliveries available today. We've had to go to tesco!!!!! But that my fault for leaving the shop until late last night. As I already said, generally very happy. Thank you.”

Helpful Report

Posted 10 years ago

“I'm very happy to shop with Ocado. The delivery drivers are very well trained in that they are all courteous and pleasant and helpful at the same time being efficient at their job. The web-site is easy to use which is a blessing!! The only niggle I have is that when I edit an order to add last minute items the pictures are very small ( at the top above the printed order ) and I sometimes cannot tell what they are so I run my mouse over the item to get a small print out ( in words) so that I either add more or delete the item. I do wish that that part of the process could be a little larger. The customer services phone line is first rate. Nothing ever seems too much trouble and I thank you for your service to me. Overall I am completely happy to continue to shop with you and have every intention of so doing!”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews